How to Get Your Mortgage Statement: Online, by Phone, or by Mail

To get your mortgage statement, log in to your servicer’s online portal and download the PDF, call the customer service number on your last piece of servicer correspondence, or send a written request to the address your servicer designates for information requests. Federal law requires most mortgage servicers to send a periodic statement for every billing cycle, and it requires them to respond within set deadlines when you ask for copies in writing.¹

What to Have Ready Before You Start

A few pieces of information will get you through any servicer’s verification process. You will need your mortgage account number, which appears on your closing documents, on any past monthly statement, and inside your online dashboard. Have your Social Security number handy, or at least the last four digits, since servicers use it to confirm your identity.

Most servicers also ask for the zip code of the property securing the loan. Online portals and phone systems typically use multi-factor authentication and send a one-time code to the phone number or email on file, so make sure you can access whichever channel your servicer has on record. Getting these ready before you start prevents lockouts, especially on automated phone systems that disconnect after a few failed attempts.

Downloading Your Statement Online

The fastest route is your servicer’s online portal. After logging in, look for a tab labeled “Documents,” “Statements,” or something similar. Portals typically keep a chronological history of every statement generated for your account, and you can filter by date to pull specific billing cycles. Selecting a statement usually opens or downloads a PDF you can save.

If nothing happens when you click, check whether your browser is blocking pop-ups for that site. Allowing pop-ups from the servicer’s domain usually fixes it. Most servicers also offer a mobile app with the same document library, so you can view and download from a phone or tablet if the desktop site is giving you trouble.

Requesting a Copy by Phone or Mail

If you would rather not use the portal, call the customer service number printed on any correspondence from your servicer. An automated menu will usually have an option for document requests, or you can ask a representative for duplicate statements from specific months. The servicer will verify your identity and confirm the mailing address on file before sending anything. Paper copies generally arrive within seven to ten business days, and some servicers charge a small fee that shows up on your next bill.

To request statements in writing, send a letter to the address your servicer designates for written correspondence, which is typically printed on your monthly statement and posted on the servicer’s website.² Include your name, loan account number, the property address, and the specific months you need. A written request is worth the extra effort in one situation: it triggers the federal response deadlines below.

How Fast Your Servicer Must Respond

When you submit a written request for information about your mortgage, your servicer must acknowledge receipt within five business days. For most requests, including copies of statements, payment histories, and escrow details, the servicer must provide a full response within 30 business days. If you are asking for the identity or contact information of the entity that owns your loan, the deadline is shorter, at 10 business days. The servicer can extend the 30-day deadline by an additional 15 business days, but only if it notifies you of the extension in writing before the original deadline runs out.³

These deadlines apply regardless of whether your loan is one that comes with periodic statements. If your servicer is unresponsive by phone or the portal will not load older records, a written request is the tool that puts the clock on them.

Finding Old Statements After a Servicer Transfer

Mortgage servicing rights get sold from one company to another all the time, which means the company you send your payment to can change during the life of the loan. Your current servicer must send a transfer notice at least 15 days before the transfer takes effect, and the new servicer must send its own notice no more than 15 days after the transfer date. The two can also send a single combined notice at least 15 days before the effective date.⁴ Those notices give you the effective date, your new account number, and where to send future payments.

The catch for statement retrieval is that the old servicer’s portal is often deactivated after a transfer. Historical statements are typically retained by the prior servicer for a limited period and may still be reachable through its customer service line. If that fails, the new servicer should be able to pull your account history, including statements from before the transfer, so contact its customer support and ask for the months you need. Keeping both the outgoing “goodbye” letter and the incoming “welcome” letter is worth doing until you have confirmed everything transferred correctly.

When a Monthly Statement Is Not Sent at All

Not every mortgage comes with a monthly statement, so if you have been waiting for one to arrive, check whether your loan falls under one of the federal exemptions:⁵

Reverse mortgages, including home equity conversion mortgages, are not subject to the periodic statement rule.
Loans secured by a timeshare interest are exempt.
Small servicers, meaning those that handle 5,000 or fewer mortgage loans counting affiliates, are exempt. Community lenders and credit unions often fall into this category.
Fixed-rate loans can be serviced with a coupon book instead of monthly statements, as long as the coupon book carries your payment amount, due date, principal balance, interest rate, and servicer contact information.⁶

If your loan is exempt and you still need account details in writing, the request-for-information process described above works the same way. The response deadlines apply whether or not your servicer is sending you periodic statements.

Bankruptcy changes the content of statements rather than eliminating them. If you are a debtor in bankruptcy or have had your personal liability on the mortgage discharged, the servicer still sends a statement, but it will carry a disclaimer that it is for informational purposes only, and it may leave out late fee warnings and certain delinquency information. Chapter 12 and Chapter 13 statements may be simplified further to focus on post-petition payment amounts, with a breakdown of pre-petition arrearage payments received.⁵